WILLIAM KIRK

Work History

Vice President Infrastructure Engineer

Goldman Sachs

01.2022 - Current

Evaluated existing technology operations procedures and made proactive adjustments to meet changing demands.
Coordinated project team of 10 engineers for multiple projects in network infrastructure and cloud apps development.
Participated in development meetings for high-value customers and technology operations updates.
Lead engineer on Zoom phone migration project for 90 offices.
Organized and led Zoom phone training for all users that were upgraded.
Helped to define terms of new circuit contracts with vendors.
Monitored technical vulnerabilities with security team.
Organized infrastructure hardware and software aspect of office relocations.
Removed impediments related to operational components for LAN voice systems.
Assisted with IT budget planning.
Gave guidance to 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Participated in team projects, demonstrating ability to work collaboratively and effectively
Proven ability to learn quickly and adapt to new situations
Gained strong leadership skills by managing projects from start to finish

Associate Infrastructure Engineer

Goldman Sachs

06.2019 - 01.2022

Lead engineer on Xerox printer migration project for 90 offices.
Performed data exports for offices and personnel leaving firm.
Lead engineer for 8x8 to Cisco phone migration for 700 users.
Assisted in maintenance of network infrastructure systems.
Supported data analytics and reporting functions.
Managed cloud applications.
Oversaw 3-strong team of engineering personnel.
Worked with 3rd parties to accomplish technical aspects of projects.
Evaluated existing procedures and made proactive adjustments to meet changing demands.
Participated in development meetings for high-value customers and business operations updates.
Resolved issues related to operational components for LAN, WAN and voice systems.

Technical Support Team Lead

United Capital Financial Services

03.2018 - 06.2019

Resolve various technical problems ranging from PC's, hardware, software, network printers.
Installed network hardware components when needed.
Prepared reference material for new users by drafting operation instructions.
Provided Tier 3 technical support for G suite issues
Lead Technician on migration projects
Tracked KPIs and created continuous improvement plans
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Removed malware, ransomware and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.
Maintained servers and systems to keep networks fully operational during peak periods.
Helped streamline repair processes and update procedures for support action consistency.
Collaborated with vendors to locate replacement components and resolve advanced problems
Managed customer contact center with 6 support representatives.

Technical Support Specialist / Audio Video Specialist /

Dentons US LLP

09.2013 - 03.2018

Resolve various technical problems ranging from PC's,hardware, software, network printers
Configure, install, image desktop and laptops for new users using MS SCCM
Troubleshoot and resolve SCCM management point policy issues and package/program deployment failures
Citrix troubleshooting/root cause analysis for proper assignment and resolution
Create User Accounts in AD, Exchange 2010 Mailboxes, MS Lync
Accounts, and Avaya Phone account and message box setup
Deploy, troubleshot and monitor inventory for firm PDA's(Blackberry and iPhone)
Support help desk personnel in troubleshooting hardware related issues that are reported via support line
Retrieve backup copies of lost documents and/or folders as requested
Work to resolve multiple incidents in priority order while maintaining high customer satisfaction
Work with Product Development to recreate software issues, test fixes, and provide input for product enhancements and new features in addition to performing desk side assistance and training for Firm's Legal and Microsoft Office application packages (Office 03/13)
Purchase original software and ensure that organization adheres to licensing rules
Assist firm-wide litigation support personnel with upcoming trials and war room preparations
Work with third party vendors supporting video conference hardware and software
Provided support with new office roll outs in other cities
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
Developed and tested new product offerings prior to release to assist development team in bug identification
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
Activated accounts for clients interested in new services
Collaborated with supervisors to escalate and address customer inquiries or technical issues
Monitored systems in operation and input commands to troubleshoot areas
Helped streamline repair processes and update procedures for support action consistency
Submitted service tickets for equipment maintenance requests
Helped streamline repair processes and update procedures for support action consistency

Senior Field Support Specialist

EMC

11.2006 - 09.2013

Installed, and, hardware such as, Symmetrix, Clariion, Celerra's Centera, and Cisco 4000 Series switches
Upgraded software/code on Symmetrix, Clariion, Celerra's, Centera, Mc Data and Cisco switches
View and other mirroring and replication technologies
Performed break-fix active's on Symmetrix, Celerra's, Clariions, Centera and Cisco Switches
Worked with customers and EMC product specialists to diagnose and fix intricate issues
Performed pro-active maintenance according to established procedures and adhered to proper escalation procedures
Accountable for maintenance of assigned inventory, testequipment and schedule upgrades with customers
Responsible for knowledge of multiple customer environments
Performed and submitted Root Cause Analysis reports
Helped streamline repair processes and update procedures forsupport action consistency
Removed malware, ransomware and other threats from laptopsand desktop systems
Led projects and analyzed data to identify opportunities for improvement
Demonstrated a high level of initiative and creativity while tackling difficult tasks
Self-motivated, with a strong sense of personal responsibility

Summary

Overview

Work History

Vice President Infrastructure Engineer

Associate Infrastructure Engineer

Technical Support Team Lead

Technical Support Specialist / Audio Video Specialist /

Senior Field Support Specialist

Education

Bachelor of Science - Network and Communications Management

Skills

Certification

Timeline

Similar Profiles

ANUSHA VIJAY SHETANUSHA VIJAY SHET

Daisy MoralesDaisy Morales

DESTINI MARSHDESTINI MARSH

Keenesha BennettKeenesha Bennett

STEVE TRANSTEVE TRAN